Important Communication Tips for IT Support Teams
IT support groups have to deal with irate customers quite often who blame the technical problems they’re having on the support groups themselves. After all, they’re the ones with all the answers right? And, of course, if something doesn’t go quite the way the customer expects, guess who gets the blame then as well? It’s not, however, the customer’s fault completely of course because these situations are rather frustrating overall. With all of this said, learning more about communication can help your IT support team or external IT support companies such as Convergence have an easier time handling situations.
Good Listening Skills are Key
IT support group members need to be taught how to actively listen. Yes, they hear tons of issues each day and have to work out ways to help people all the time. However, just hearing what a person has to say and passively helping them with some step by step method of instruction. Instead, the support person needs to listen attentively and actively by using what the person says to ask related questions to get to the answer more quickly and also be actively engaged in the conversation. This makes the person feel good about what is happening and like what they’ve brought to the table is important enough to the person representing the company. You also need to be able to give the customer an insight into what support you can give them.
Plus, you have to remember that when a person calls in with a problem, they don’t necessarily know what’s wrong and definitely don’t know everything about the situation or which solutions might work. They might just completely misunderstand everything and just be frustrated, so just passively listening won’t get you anywhere or help them.
Customers won’t know certain important details, and it’s up to you to actively listen and fill in all the gaps. You can more easily do this by using a visible checklist so that you can refer back to this for certain topics and different scenarios. This is just to make sure you get the right information from them so it’s much easier to help them resolve all issues.
Anytime a support person speaks with a customer, the team members should always ask for feedback. This way the customer can vent instead of hold in their feelings, but they usually vent like this in a much nicer way. Furthermore, positive feedback is of course always welcome and nice to hear.
When IT people really get involved in what they are doing, their professionalism, courtesy and knowledge come to the surface. This is what customers need, not some confusing procedures that they can’t make sense of in the end. This will speed up the process too so that people don’t have to have long wait times, but engaged processes also make them more patient as they wait. It’s a win/win situation.
You must be able to listen to what’s going on and be able to separate different tasks so that you’re able to determine what is really going on. If you can’t move from task to task and make connections easy enough, then you’re not only going to take longer to solve the problem, but you’re going to frustrate the customer more.
Listen carefully to make sure what troubleshooting steps they’ve already tried. If you suggest things that they know already or have already tried, then you’re not helping them at all. As well, you might be in the middle of a hectic environment, but you’re going to have to be sympathetic about the problem and environment that the customer is in. You also need to work well with your other team members, sympathetic to their needs as well as the needs of the customers. You don’t want to be goofing off or taking a long break when there are customers to be taken care of. Communication is definitely key for everything to be running properly.